Complaints

RIGHT OF WITHDRAWAL AND RETURN OF PRODUCTS

At ideal.ba We are committed to the satisfaction of our customers. If you are not completely satisfied with a product purchased through our website, in accordance with the Consumer Protection Law of Bosnia and Herzegovina, we offer the option of returns and complaints.

1. Right to Return

   You have the right to return the product within 15 days from the date of receipt, without giving a reason. Returns can only be made for products that have not been used, damaged, or customized to your special requirements.

To begin the return process, please contact us via email at info@ideal.ba with information about your order and any reasons for the return. Alternatively, you can contact us via Viber at 062 904 900 or via our Facebook or Instagram social media profiles.

2. Right to a Complaint

   In the event that the product is damaged or does not comply with the description on our website, you have the right to a complaint. No later than 8 days from receipt of the complaint, we will respond with a proposed solution - product replacement, repair, price reduction or refund, depending on the situation.

To initiate a complaint, please send us an email to info@ideal.ba with a description of the problem and a picture of the product if possible. Alternatively, you can contact us via Viber at 062 904 900 or via our Facebook or Instagram profiles.

3. Right to a Price Reduction

   If the product has a minor defect that does not affect its functionality, you can request a price reduction for the product. When filing a complaint, please state the reason for the price reduction, and our team will review the request and inform you of possible options.

4. Return Costs

   Return costs are borne by the buyer, unless the problem is caused by us. In such cases, the return costs are borne by us.

5. Transparency

   Ideal.ba uses all available resources to ensure that the items on the site are displayed with accurate specifications, images, and prices. However, due to the possibility of human or software error, we cannot guarantee the complete accuracy of all information. If you have any questions or are unsure about product specifications, please feel free to contact us at info@ideal.ba.

WARRANTY
It will be indicated on the product page or during advertising whether the product has a warranty and the duration of the warranty.

If the product needs to be serviced, please check the documentation about the authorized service that you received with the device and act in accordance with the instructions of the authorized service. If the product has a warranty and a defect appears on the product within the warranty period, the customer is authorized to directly contact the authorized service in accordance with the instructions on the warranty card, and is authorized to contact ideal.ba with the same objective.

COMPLAINT REQUEST SUBMISSION PROCEDURE
To submit a complaint, the customer should do the following:

Send a written request by email to: info@ideal.ba or by mail to the address:
Altcomm doo, Sarajevska 56, 76250 Gradačac, Bosnia and Herzegovina.
In the request, state the order number or the online platform through which the order was made.
After we receive the complaint, our team will process it in a timely manner and inform the customer about further steps.

REFUNDS
Refunds are made exclusively to the customer's transaction account, regardless of the payment method used during the purchase. The customer is obliged to provide information about his transaction account when submitting a refund request. The refund will be made no later than 15 days from the date of acceptance of the complaint.